Sr. Manager, Solution Design & Realization

Company Description

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

Job Description

Sr. Manager, Solution Design & Realization

Job Description
At ServiceNow, the Solution Design team sits at the crossroads of Product, Marketing, Field Sales, Solution Consulting, and Partner, translating “voice of the customer” into innovative, scalable solutions that bring the power of AI and automation to life. We design and realize these solutions in an AI-native way, using AI agents and tools to move from market insight to a working solution faster than traditional approaches allow.

As a Sr. Manager, Solution Design & Realization, you’ll be part strategist, part researcher, part designer, part builder, and part storyteller, operating at the intersection of business impact, user experience, and technology. You’ll think at 30,000 feet to understand what matters most to executives: why they care about AI and automation, how they drive transformation at scale, and what challenges keep them up at night. At the same time, you’ll dive deep into the journeys of end users across industries to uncover their biggest pain points and identify where ServiceNow’s AI platform can create meaningful value. From there, you’ll architect platform-powered solutions that connect vision to execution and craft narratives that bring innovation to life. You will also own the path from design to realization, using AI-native methods to turn solution concepts into seller and customer-ready assets.

Responsibilities:

• Be accountable for driving net new ACV growth in assigned industry verticals through solution-led engagement, tracking win rates and deal outcomes to continuously refine solution effectiveness and commercial impact.

• Shape and drive art of possible in solution design, from defining the process to best practices in day-to-day research (frameworks, tools, methodologies), including AI-first approaches for information gathering, research synthesis, ideation, and experience storytelling.

• Build AI-native market intelligence workflows that continuously gather and synthesize signals from analysts, earnings calls, regulatory filings, customer interviews, competitor moves, and seller feedback, and turn them into prioritized solution opportunities.

• Maintain deep expertise in industry trends by engaging with key partners, analysts, and thought leaders; bring these insights back to refine and contextualize existing solution approaches.

• Lead structured discovery sessions and interviews with customers (from executives to front line users), partners, and industry experts to validate known challenges, identify workflow gaps, and prioritize where incremental innovation can create measurable value. Use AI to prepare, capture, and synthesize these sessions at scale.

• Consolidate existing insights and assets across ServiceNow teams, including Product, Industry, Solution Consulting, and Customer Success, to ensure solution designs build on what already exists rather than starting from scratch. Use AI to index, search, and reuse this knowledge.

• Dive deep into ServiceNow’s product capabilities, understand the detailed configurations, data models, and integration points needed to ensure proposed solutions are technically feasible and grounded in platform reality.

• Synthesize qualitative and quantitative inputs and translate insights into practical, platform-ready solution designs that align with ServiceNow’s product capabilities and, where applicable, integrate partner technologies. Design solutions with AI workflows as a core building block, not an add-on.

• Act as product owner for seller-facing agents and solution tooling, from concept through pilot to full rollout, running seller research and using adoption and usage data to improve accuracy and value over time.

• Collaborate cross-functionally to build alignment between Product, Global Industries & Solutions, Marketing, and Field Sales on solution scope, value proposition, and positioning.

Qualifications

Basic Qualifications

• 9+ years of progressive experience in solution architecture, design thinking, user research, strategy consulting, experience innovation, or digital transformation with demonstrated impact at enterprise scale

• Proven expertise in both qualitative research methodologies (focus groups, design workshops, stakeholder interviews, ethnographic studies) and…